Distribution Implementation Manager

About the role

We’re looking for a Distribution Implementation Manager to join our Customer Servicesowned Retail Design team.

This is a key role focused on shaping how distribution and service strategy translates into practical, workable ways of working across our physical and virtual channels. You’ll ensure that proposed developments are grounded in frontline reality, customer needs and regulatory expectations making sure solutions are genuinely implementable and sustainable.

Acting as the authoritative bridge between strategy, programmes and frontline operations, you’ll play a central role in defining how Customer Services should operate endtoend, and what success looks like for colleagues and customers.

What you'll be doing

• Define what new initiatives and service developments need to deliver for Customer Services, ensuring customer experience, colleague capability, operational resilience and regulatory considerations are fully reflected.
• Shape clear, endtoend operational designs for current and future ways of working across physical and virtual distribution channels.
• Lead structured engagement with senior stakeholders, subjectmatter experts and frontline colleagues to surface operational realities, risks and opportunities.
• Assess the practical feasibility and operational impact of proposed options, clearly articulating tradeoffs, dependencies and implications.
• Provide strong Customer Services input into governance materials, including design packs, business cases and decision papers.
• Act as a trusted business partner to senior leaders, ensuring decisions are evidencebased, riskaware and grounded in operational insight.
• Support implementation activity by ensuring solutions are operationally ready, clearly understood and workable for colleagues and contribute to defining what success looks like for Customer Services and support postimplementation learning and benefit tracking.

About you

You’ll bring significant experience working in complex operational environments, with a strong grounding in endtoend service and operational design.

You’ll likely have:

• Extensive experience translating strategic intent into clear, practical operating models for frontline teams.
• Deep understanding of endtoend operational design, particularly across physical, assisted and virtual service channels.
• Proven ability to assess operational impact, feasibility, risk and dependencies.
• Experience contributing to governance, assurance and senior decisionmaking.
• Strong commercial awareness, with the ability to balance cost, benefit and risk.
• Confidence engaging with senior leaders, alongside credibility with frontline colleagues.
• Strong influencing and facilitation skills, able to bring clarity and alignment in complex or ambiguous situations.
• Experience working within, or alongside, regulated Financial Services environments (desirable).